What a dispute is
A dispute (or chargeback) is when a customer asks their bank to reverse a card payment. It applies to card payments taken through Wemu with Stripe.
Where you'll see it
- A strip on the Dashboard saying a payment dispute needs a response
- A Payment disputed card on the order, with the deadline to respond
- An email to the business owner when a dispute opens, and again when it's decided
What happens to the money
If your payments account is in Australia, or anywhere outside the US, Canada, the UK and Europe, nothing is taken while the bank decides; your share of the payment is taken back only if the customer wins. For accounts in the US, Canada, the UK or Europe, your share is taken back when the dispute opens and paid back if the bank sides with you.
An inquiry, where the bank asks questions before deciding whether to open a dispute, doesn't move any money unless it becomes a dispute.
Responding
Press Respond on the order's dispute card. The form shows What helps most for the reason the customer gave, such as proof of delivery for an item they say never arrived.
- Describe what they bought in plain words, since the bank has never seen your business
- Add your refund policy and where the customer saw it
- Add what was said between you and the customer
- Attach receipts, delivery proof or screenshots: PDF, JPG or PNG files up to 5MB each
Press Save draft to keep your work: drafts are saved to Stripe but not submitted. When you're ready, press Submit to Stripe. You can only submit once, so check everything first, and submit before the deadline.
If a charge really was a duplicate, refund it instead of contesting it.
When it's decided
The card on the order shows the result:
- Dispute won: the funds have been returned to you
- Dispute lost: the cardholder's bank sided with the customer
- Payment inquiry closed: the bank closed it without a chargeback
You can still open View evidence to see what you sent.